Customer Operations Specialist

Manchester, Greater Manchester
  1. Full Time
  2. Customer Relationship Management
Posting date:13 Aug, 2019

Customer Operations Specialist

Location: Manchester

Role Profile:

Group Enterprise Operations (GEO) provide customer and technical support globally to Vodafone’s Enterprise customers. Group Enterprise Operations manage the full product portfolio across mobility, fixed line services and unified communications.


As a Customer Operations Specialist, you will drive the Customer Services organisation to deliver a first class, pre-emptive service for their specific customer.  As a COS you will be the key point of contact for all operational activity into the Customer Service organisation including all ITIL aligned functions. The COS will also facilitate and manage into BAU process the effective engagement for the customer with Vodafone Sales, Delivery and Billing teams.


Key Responsibilities include:

  • Act as a Customer subject matter expert to aid problem solving and overcome prolonged customer events using ISO guidelines
  • Build Strategic relationships internally and externally to Gain customer trust in all aspects of all operational support and delivery.

  • To work alongside the Service & Account Management functions to constantly evolve the account development plans

  • Act as the ‘Face of Vodafone’ during events that impact our customers with the aim of facilitating discussions between internal parties and the customer contact point, through to resolution

You will have:

  • Excellent interpersonal, organisational and negotiation skills.

  • Ability to build and maintain good working relationships across internal teams and wider business group.

  • Solid understanding of customer system process flows and able to work to capture key pain points for the customer.

  • Ability to work under pressure

  • Experience in escalation of incidents to, and in driving incident resolution with, technology vendors

  • A strong understanding of Telecommunications and IT service models and their practical application
You will be:
  • ITIL Foundation level qualified 

What is the key to our success? It’s simple – our people. Across a Global footprint, we believe we’re at our best when you’re at yours. From our diverse workforce, our flexible working policies to our creative work spaces, we embrace a culture of learning and sharing to develop our next stage growth. It’s in our hearts to push forward, to create a better future, to never rest and find new ways that help people communicate.


We are committed to developing the very best people by offering a flexible, motivating and inclusive workplace in which talent is truly recognised and rewarded. We respect, value and celebrate our people’s individual differences - we are not only multinational but multicultural too.  Our excellent flexible benefits programme allows you to choose what’s right for you.  Our Vodafone Foundation gives the ability for our people to give something back. We embrace empowering our people to shape their world.


To discover more about how Vodafone Group leads the way in Diversity & Inclusion and hear our CEO Vittorio Colao talk about how he is listed as one of the top 10 men fighting for gender diversity, please click here.


The future is exciting. Ready?


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